B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce

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1 B2B ecommerce Selling Online Isn t Just for Retailers Ryan Burnham k-ecommerce

2 OUR COMMITMENT TO THE COMMUNITY

3 1,500+ CLIENTS IN 15 COUNTRIES

4 k-ecommerce YOUR ONLINE BUSINESS PARTNER ecommerce built for SAP Business One how you want it B2B, B2C, E2B Sell online while also improving customer service and online order management k-ecommerce Sales Portal Not just for handling web orders: Product catalog CMS for corporate website Online marketplace integration Ultimately, k-ecommerce is dedicated to the success of your business online

5 AGENDA How to sell to the B2B buyer online ecommerce best practices & benefits of integration Order management and customer service strategies How bringing SAP Business One and your web store together will improve your bottom line

6 B2B ECOMMERCE

7 B2B ECOMMERCE In 2013, B2B ecommerce was a $559 billion industry, according to Forrester That s twice the size of B2C ecommerce, which had sales amounting to $252 billion in 2013 $600 $500 $400 $300 $200 $100 $ ECOMMERCE SALES IN BILLIONS $559 B2B B2C $252

8 Forrester estimates that B2B ecommerce will top $1.1 trillion by 2020, and currently just 25% of B2B companies are actively selling online.

9 ECOMMERCE FOR WHOLESALERS / DISTRIBUTORS WHY? B2B buyers can order at their convenience saves time Allows easy access to order status and shipping information Creates a client that is better informed about purchased products Make B2B buyers more aware of complete product offerings Dynamic view of historical order and payment data

10 75% of B2B buyers say an ecommerce site is more convenient than buying from a sales rep. 93% would prefer to buy online once they ve made a purchase decision.

11 B2B ECOMMERCE: BUYER DEMANDS

12 SELF-SERVICE Self-service online ordering that includes Detailed product catalog Search features The ability to place and track an order Access to historical account information

13 DIGITAL COMMUNICATION For complex products and systems, B2B buyers may continue to purchase through sales reps, but they prefer digital communication versus a phone call Online chat Collaborative file sharing tools

14 PERSONALIZED CUSTOMER EXPERIENCE ecommerce isn t about focusing on the product line anymore, it s about focusing on the customer and providing them with a personalized experience so they can quickly find what they re looking for Custom product catalogs, unique pricing, unique payment terms Personal, secure online accounts with individual customer profiles Suggested or related products Payment and shipping methods of their choice

15 A B2C-LIKE WEBSITE, JUST MORE ROBUST B2B buyers are also B2C customers Organizations must adopt B2C best practices to optimize the online shopping experience.

16 A B2C-LIKE WEBSITE, JUST MORE ROBUST Intuitive search and navigation, personalization Content: multiple images with zoom, videos, text, product spec sheets Ease of use, site performance Multiple payment options Responsive (mobile and tablet optimized)

17 A B2C-LIKE WEBSITE, JUST MORE ROBUST B2B web stores need unique features too: Quick order entry Frequently ordered products Order approval Invoices / Quotes Payment via net terms

18 ECOMMERCE FOR SAP BUSINESS ONE

19 NON-INTEGRATION PAIN POINTS

20 ECOMMERCE FOR SAP BUSINESS ONE Real-time updates from a single point of maintenance SAP Business One

21 MOBILE / TABLET READY Responsive web design One URL, one CSS stylesheet, one set of content to manage, one SEO campaign Unified experience across devices for your customers Better user experience - brand consistency for every user Increased conversion rates Stand out against competition Industry best practice

22 FLEXIBLE SHIPPING OPTIONS Real-time shipping calculations from USPS, UPS, FedEx, Canada Post and Purolator Shipping can also be added post sale Freight calculations pull from either weight or dimensions as set up in SAP Business One Supports LTL Supports multiple warehouses

23 FLEXIBLE TAX OPTIONS Flexible tax options Tax schedules pulled from SAP Business One Integration with 3rd party tax services

24 SECURE PAYMENT PROCESSING Flexible payment options Credit card On account / terms Gift card

25 ECOMMERCE FOR SAP BUSINESS ONE

26 CUSTOMER SERVICE & SALES REP ORDER MANAGEMENT WITH k-ecommerce SALES PORTAL

27 In the past six months, 67% of online shoppers have made purchases that have involved multiple channels. From the same survey, Just 7% were extremely satisfied that brands provide a seamless, integrated and consistent customer service experience across channels.

28 42% of customer service reps are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces and multiple applications.

29 CONSUMER EXPECTATIONS TODAY Timeliness, which applies to delivery of products and services as well as response time Accuracy and efficiency Omni-channel customers want to move between channels seamlessly It s no longer that the customer is always right, but now the customer always has a voice online reviews, social media

30 CONSUMER EXPECTATIONS TOMORROW Predictive, profound understanding of each customer pulled from their record, including historical orders and transactions Flawless omni-channel experience Customer experience will overtake price and product as key brand differentiator

31 k-ecommerce SALES PORTAL Web-based order entry portal with integration to SAP Business One Ability to create quotes, orders and returns from anywhere at any time Real-time pricing and availability Historical customer order / account info Permission-based logins per team member with no seat limitations File collaboration tool Mobile-enabled for any HTML 5 device Same web store experience as customers

32 k-ecommerce SALES PORTAL Product availability Real-time visibility or inventory Option to offer pre-order or back order Availability estimates Product pricing Current cost, quantity break pricing, discounts Visibility of unique price levels Quoting

33 k-ecommerce SALES PORTAL Order capture Tax calculation PO Freight Delivery request Payment authorization

34 k-ecommerce SALES PORTAL Order routing Inventory allocation Delivery estimate

35 k-ecommerce SALES PORTAL Customer service Single view of all online orders across the organization Order modifications Order cancelations Reverse logistics Returns (RMA) Payment refunds Exchange management Inventory disposition

36 k-ecommerce SALES PORTAL TO IMPROVE BUSINESS PROCESSES Eliminate manual order entry all orders entered transfer back to SAP Business One in real-time Improve order accuracy each SKU entered for an order pulls directly from SAP Business One with the latest pricing and availability Reduce lost or delayed orders from phone calls, faxes and s Quicker order turnaround

37 k-ecommerce SALES PORTAL TO IMPROVE REP EFFICIENCY Reps can enter orders from anywhere using any device no need to call in orders or a spreadsheet order form Access to real-time inventory availability and pricing Visibility of pricelists and custom catalogs assigned to customer accounts as set up in SAP Business One Improved client communication with historical account information quotes, invoices, orders, returns

38 k-ecommerce SALES PORTAL TO IMPROVE CLIENT SATISFACTION Shared experience with the client Stronger communication Chat

39 DEMO

40 COST SAVINGS OF INTEGRATED ECOMMERCE

41 COST SAVINGS OF INTEGRATED ECOMMERCE

42 COST SAVINGS OF INTEGRATED ECOMMERCE

43 COST OF A DISCONNECTED SYSTEM MANUALLY ENTERING SALES ORDERS INTO SAP BUSINESS ONE MANUALLY PROCESSING PAYMENTS

44 COST OF A DISCONNECTED SYSTEM INVENTORY, FULFILLMENT & SHIPPING PRODUCT AND PRICING MAINTENANCE

45 COST OF A DISCONNECTED SYSTEM

46 COST OF A DISCONNECTED SYSTEM COST OF HARDWARE INVESTMENT REQUIRED FOR AN ON PREMISE INSTALLATION $ 7,500 Server hardware & software $ 2,000 Backup hardware & software $ 3,000 $ 12,500 Installation / migration costs Total upfront costs for on premise $218,820 Total cost per year of disconnected systems

47 ROI OF A WEB STORE INTEGRATED TO SAP BUSINESS ONE $250,000 $200,000 COST SAVINGS OF A CLOUD HOSTED WEB STORE INTEGRATED TO SAP B1 TOTAL COST AFTER 3 YEARS $150,000 $100,000 $50,000 $0 $218,820 $211,120 $211,120 YEAR 1 $33,900 $9,000 $9,000 YEAR 2 YEAR 3 TOTAL COST SAVINGS: $589,160 or 91% $641,060 $51,900 DISCONNECTED INTEGRATED HOSTING HARDWARE & MAINTENANCE

48 SUMMARY

49 SUMMARY How to sell to the B2B buyer online ecommerce best practices & benefits of integration Order management and customer service strategies How bringing SAP Business One and web store together will improve your bottom line

50 Q&A Send an to from a valid company address to be entered to win a $50 Amazon gift card!

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